Frequently ask questions
General
1. Who is this website for?
This website is for anyone who has a credit card (Visa Card or Mastercard) to place the order from us.
2. What's the advantage of ordering online?
You will be able to place the order 7*24. More importantly, the prices on the website can be much better than other shops around you! If you are outside of Tonga, you can order the goods for your family or your friends in Tonga and make us deliver the goods to them.
3. How do I register with you?
You need a valid email addres and a valid phone number to register.
4. Do you charge for using your website?
It's free to regiser as our memeber and check the items as well as the prices. But you will need to have internet connection to our website. Your ISP (Internet Service Provider) will charge for the data used by using our website.
To place orders
5. Do you have any requirement for placing the order?
You need to have a valid email address, a valid phone number, an address in Tongatapu for us to deliver the order. And of course, you will need to have a credit card, be it master card of visa card.
6. Why some of your items are cheaper than others?
For the items our locals consume on daily basis, we try to maintain our prices the lowest in Tonga. This is to "give back our profit to the community".
7. Why cannot I order the quantity I want for certain item?
We are trying our best to be fair to all our customers. Certain items at very low prices, or items which are of short supply in the market will only be offered at limited quantity per customer. If you do need big quantity of certain item, it's best for you to approach the wholesaler, not us.
8. How soon will the order be processed?
All confirmed orders placed before 5pm Tonga time will be processed and delivered the next day. Orders placed after 5pm Tonga time will be processed after next day.
Payment
9. What fees will be charged for the order?
For any order, there wil be: 1. the order itself 2. delivery fee 3. bank surcharge (4.3% of the total amount). The total amount will show clearly before you make payment.
10. I saw the prices can be displayed in TOP, USD, AUD, NZD, can I pay in any currency?
The price can be displayed in TOP, USD, AUD and NZD. This is to help the customer to have an easy understanding of our prices. The amount shown in USD, AUD and NZD is for references only. All payment will be settled in TOP. If you pay with credit card, your bank will do the conversion automatically.
11. My credit card is charged in Pa'anga (TOP), who is handling the currency exchange?
When you pay with your credit card, the amount charged is in Pa'anga (TOP), your bank will do the currency exchange with the bank rate.
12. Do you have any hidden fee?
Other than the fees listed above, there is no hidden fee. And the total amount will show before you make the payment.
13. How do I make payment?
Currently we can accept Visa Card or Mastercard for payment online. You may also do bank wire for payment.
14. Why no payment method is available?
When you check out, please make sure you choose TOP instead of USD, AUD or NZD.
15. Is it safe to pay online?
Our online payment system is provided by accredited financial institution, All the data your put in are transmitted through (SSL) Secure Sockets Layer. We do not process your payment and we will never ask your bank account number or password of your account number. For security, never give your account number and password out to anyone, including us!
Delivery
16. Is delivery service free?
We charge T$20.00 for delivery to Vahe Kolo and TOP40.00 to Vahe Loto, Vahe Hahake and Vahe Hihifo.
17. I do not know if my village/town is in Vahe Kolo!
Vahe Kolo includes: Kolofo'ou, Kolomotu'a, Ngeleia, Mataika, Maufanga, Popua, Fanga, Havelu.
18. We do not have an exact address in Tonga, only name of village. How do I help you locate our house?
Address in Tonga sometimes can be an issue and cause delay in delivery. It would help us find the location quickly If you can send us the geographic coordinate of the delivery address. To get the geographic cordinate, simple go to google maps and click on the location you want us to deliver, there are two numbers shown there, which is longitude and latitude. Just share that with us and we will be able to locate it easily.
19. What's your usual delivery time?
If weather condition permits, we will deliver the order from 10am to 4pm, Monday to Friday. We do NOT deliver on Saturdays and Sundays. We will halt operation when there is situation that may affect our delivery.
20. Will you be able to deliver to outer island?
We can only deliver to an address in Tongatapu only at this stage.
21. What are the requirements for receiving the order?
Please provide at least one phone number of the receiver, the delivery address and the name of the receiver when placing the order. We will release the order to the receiver you specify at the address you provided.
22. Can I come to pick up my order from the store?
Unfortunately, our online business is operated by another team of Molisi. Order placed online will only be delivered to the address you specify.
Return
23. I want to return or exchange.
All orders are non-refundable. Think before your place the order! Exchange for the same item is acceptable if the order is damaged during transportation, while we do not accept exchange for different item.
I still have questions!
24. I still have questions!
Please send email to us at sales@molisi.to. We will come back to you during working hours.